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Customer Satisfaction Was Calculated As The Difference Between Expectations ...


Customer satisfaction was calculated as the difference between expectations and actual performance and multiplied by respective importance weight coefficient, e.g., it was assumed that customers who pay more attention to augmented services would feel very satisfied if they got performance in this element exceeding their expectations, even if they feel the bank has been slow in processing their applications.
Analysis and Findings
This chapter deals with the results of the appropriate statistical techniques, along with testing them against the assumptions of those tools. Reliability analysis, testing against assumptions, and analysis of results are provided in this chapter.
Reliability
Reliability of the measure, which refers to the internal consistency among construct variables, is an indicator of whether the questionnaire is measuring what it is supposed to. Cronbach's Alpha coefficient of more than .7 would indicate the internal consistency and reliability of measures.
Reliability analysis is normally carried out during the pilot studies, in order to prepare the questionnaire for the main study. However, due to resource and time constraints, the research had to be carried out once. Instead questionnaire revised a few times in advance so that it would give acceptable (( ( 0.7) reliability indicator.
Figure 4. Reliability analysis of measures in questionnaire
Case Processing Summary

N
%

Cases
Valid
25
100.0


Excluded(a)
0
.0


Total
25
100.0

a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha
N of Items

.814
26




Item-Total Statistics

Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted

Iacrimp
47.4800
17.260
.468
.756

Asimp
47.5600
17.423
.703
.658

Unlistimp
47.4800
17.093
.337
.751

Indappimp
47.3200
15.431
.219
.841

Iacrexp
47.3200
15.421
.629
.831

Asimp
47.3200
14.627
.519
.791

Unlistexp
47.3200
14.560
.380
.761

Indappexp
46.6400
15.157
.335
.677

Iacrper
46.8000
14.917
.303
.764

Asper
47.1600
14.223
.363
.741

Unlistper
46.8800
14.027
.367
.536

Indappper
47.6400
16.407
.427
.517

Intentiontostay
46.9200
15.410
.356
.693

intentiontorecommend
46.9600
17.040
.427
.648

tempdownstayintention
46.9600
15.457
.357
.793

Duringoffers
46.6000
17.000
.515
.739

Propcondimp
47.4800
15.677
.672
.792

Liquidityimp
47.3600
17.157
.549
.650

Stabilityimp
47.2800
14.127
.421
.632

Busactimp
47.4800
15.843
.404
.504

Profitabilityimp
47.8400
16.557
.503
.619

Marketactimp
46.8400
15.557
.574
.690

Propconimpr
46.6400
16.490
.506
.620

Liquidityimpr
47.


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